[Hiring] Customer Success Manager @GE HEALTHCARE

Role Description

We're hiring a Customer Success Manager to own the post-sale health of an assigned portfolio of icobrain customers. You'll drive optimized clinical use of the tool, deliver strong year-over-year renewals, and grow utilization inside every account you touch. While the preferred candidate will carry their own book of strategic accounts, they may also be asked to assist in shaping the playbooks and standards the customer success function runs on.

icobrain, from icometrix — a GE HealthCare company — is FDA-cleared AI software that turns routine brain MRI into quantitative results clinicians act on across MS, dementia and Alzheimer's, ARIA monitoring, epilepsy, and TBI.

What you'll do

• Own account health and renewals
• Serve as the primary post-sale relationship owner for an assigned portfolio of icobrain customers, from radiology and neurology leadership to IT, PACS administrators, and MR technologists.
• Build and execute account-level success plans with defined utilization targets, clinical adoption milestones, and renewal timelines.
• Monitor utilization data continuously, identify accounts trending toward under-use or risk, and drive corrective action well ahead of renewal.
• Deliver year-over-year renewal performance and grow clinical utilization — more indications, more referring clinicians, more scans analyzed — within existing accounts.
• Run structured business reviews that connect icobrain output to the customer's own clinical and operational goals.
• Lead manual quality control
• Execute manual quality control review on all new customer implementations to confirm that image acquisition protocols, data flow, and report output meet icobrain specifications from day one.
• Perform targeted QC on designated icobrain modules and workflows for existing customers, identifying protocol drift, acquisition issues, or integration faults that degrade result quality.
• Document QC findings, drive remediation with the customer and internal teams, and feed recurring issues back to product and engineering to improve the working model.
• Refine and standardize QC methodology and documentation as volume grows; train others on the process.
• Maintain visibility and cross-functional alignment
• Own and operate a repeatable process that keeps assigned accounts visible to the organization — current status, utilization trends, open issues, risk level, and renewal outlook available to sales, service, and leadership at any time.
• Partner closely with the GE HealthCare–icometrix sales team on renewals, expansion opportunities, and account transitions from pre-sale to post-sale.
• Coordinate across GE HealthCare support functions — technical support, field service, clinical applications, IT/integration, regulatory, and marketing — to resolve customer issues and remove adoption barriers.
• Serve as the voice of the customer internally, escalating clearly and advocating for fixes and enhancements with evidence.
• Lead without formal authority
• Set the standard for customer engagement quality and mentor other customer success team members on playbooks, QC execution, and escalation handling.
• Contribute to building the scalable infrastructure of the function: onboarding templates, health-scoring criteria, QC checklists, and reporting cadence.

Qualifications

• 5+ years in customer success, clinical applications, clinical education, or account management within medical imaging, medical device, healthcare IT, or clinical software.
• Demonstrated ownership of renewal outcomes and measurable adoption or utilization growth across a customer portfolio.
• Proven ability to build trusted relationships with clinical stakeholders — radiologists, neurologists, imaging directors — and with technical stakeholders such as PACS and IT administrators.
• Strong process discipline: you can design, document, and consistently run a repeatable customer management and reporting process.
• Excellent written and verbal communication, including comfort presenting to physician and executive audiences.
• Ability to work effectively across a large, matrixed organization to get things done.
• Bachelor's degree or equivalent practical experience.
• Ability to travel 10% of the time.

Requirements

• Direct neuroimaging experience — brain MRI acquisition, protocol optimization, or quantitative neuroimaging analysis.
• Clinical or technical credentials such as RT(R)(MR), radiologic technologist, MR physicist, or a neuroscience/neurology background.
• Working familiarity with MS, dementia and Alzheimer's disease, ARIA monitoring in the context of amyloid-targeting therapy, epilepsy, or TBI imaging workflows.
• Experience with DICOM, PACS integration, and clinical data workflows.
• Experience introducing AI or quantitative imaging software into clinical practice, including change management with skeptical clinical users.
• Familiarity with CRM and customer success tooling for health scoring and portfolio reporting.
• Ability to work Central and Pacific time working hours.

Benefits

• Competitive benefits package, including medical, dental, vision, paid time off, a 401(k) plan with employee and company contribution opportunities, life, disability, and accident insurance, and tuition reimbursement.

Location and travel

Remote, United States. Customer engagement is primarily virtual; expect less than 10% travel for select onsite visits, internal meetings, and key industry conferences.